Method and system for advanced customer bug reporting

ABSTRACT

A method and system are disclosed for capturing observations of customer-premise equipment or customer-provided equipment (CPE) devices. The method includes reporting a problem detect by a user during use of a customer-premise equipment or customer-provided equipment (CPE) device with one or more specific buttons on a remote controller; and entering the problem into a log with a timestamp.

TECHNICAL FIELD

The present disclosure generally relates generally to a method andsystem for advanced customer bug reporting, and more particularly to amethod and system for capturing observations of customer-premiseequipment or customer-provided equipment (CPE) devices, which includesreporting a problem detected by the user during a use of acustomer-premise equipment or customer-provided equipment (CPE) devicewith one or more specific buttons on a remote controller.

BACKGROUND

Cable service providers, which are also referred to as Multiple SystemOperators (“MSO”), or any communication or content distribution businessthat operates through a cable network, renders its services to itssubscribers. The services can include, but are not limited to, differentsubscription plans for broadband Internet access and telephony. In orderto consume these services, subscribers connect to a private networkowned (or co-owned or rented) by the broadband cable operator which isimplemented according to the Data Over Cable Service InterfaceSpecification (DOCSIS) standard.

Subscribers connect their computers, routers, voice-over-IP telephonesand other devices to this network through the network terminals, forexample, cable modems (CM) or network gateways. The network terminals,for example, cable modems (CM) or network gateways include hardwarewhich runs software that provides the low-level control for the device'sspecific hardware, which is known as firmware, which can be updated bypushing a new firmware version (or image) from time to time to thenetwork gateway, for example, the cable modem (CM) or gateway. In somesituations, it may be desirable to roll-back the firmware version orimage to the previous version of the firmware or image.

Cable service providers also have a wide range of customer-premiseequipment or customer-provided equipment (CPE) products, for example,modems, routers, Wi-Fi enabled set-tops, etc., which are deployed in thehome or business. When the platform detects any stability issues,defined procedures automatically report the captured logs to the headendor the customer care center for further analysis. However, there is adrawback in the current procedures since this mechanism can only reportwhat is detected within the CPE product or device. For example, aproblem can be observed by the user and the device may not even knowanything about the problem.

For example, problems can include that the telephony status on the modemmay show green, but the Voice over Internet Protocol (VOIP) calls arefailing, macroblocks/intermittent jitters are seen while watching achannel or a content (i.e., television channel) on a hand-held device,and/or download speeds are slower or less than usual despite the lightemitting diodes/user interface (LEDs/UI) status indicating a ratherhealthy operational status. In accordance with an exemplary embodiment,the above-mentioned problems often cannot be detected by devices and canonly be observed by customers. Traditional methods of customer carecalls can also be cumbersome and with today's highly advanced automationecosystem, the consumer expectation is that the above-describedscenarios are handle as part of the automation itself rather thanrelying on phone calls to customer care.

SUMMARY

In accordance with exemplary embodiments, it would be desirable to havea system and method that can capture the customer's observations intothe logging ecosystem rather seamlessly so that the end-user's directobservations can be recorded and visible to the customer care along withthe regular logs, for example, obtained by cable server providers.

In accordance with an aspect, a method is disclosed for capturingobservations of customer-premise equipment or customer-providedequipment (CPE) devices, the method comprising: reporting a problemdetect by a user during use of a customer-premise equipment orcustomer-provided equipment (CPE) device with one or more specificbuttons on a remote controller; and entering the problem into a log witha timestamp.

In accordance with an another aspect, a system is disclosed forcapturing observations of users of customer-premise equipment orcustomer-provided equipment (CPE) devices, the method comprising: acustomer-premise equipment or customer-provided equipment (CPE) device;a remote controller, the remote controller configured to report aproblem with the CPE device using one or more specific buttons on theremote controller; and a cable service provide, the cable serviceprovider configured to receive the problem from the remote controller ina log with a timestamp.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is an illustration of an exemplary network environment for asystem and method for advanced customer bug reporting.

FIG. 2 is an illustration of a user communicating or interacting with aremote controller (RC) in accordance with an exemplary embodiment.

FIG. 3 is another illustration of a user communicating or interactingwith a remote controller (RC) in accordance with an exemplaryembodiment.

FIGS. 4A and 4B is a flow chart illustrating a method for advancedcustomer bug reporting in accordance with an exemplary embodiment.

FIG. 5 is an exemplary hardware architecture for an embodiment of acommunication device.

DETAILED DESCRIPTION

System for Advanced Customer Bug Reporting

FIG. 1 is a block diagram illustrating an example network environment100 operable for advanced customer bug reporting. In embodiments, anetwork gateway 120 can provide, for example, video and/or data servicesto a plurality of devices 130 a, 130 b, 130 c, 130 d, 130 e. The networkgateway 120 may communicate with the plurality of devices 130 a, 30 b,130 c, 130 d over a local network 132 (for example, a local area network(LAN), a wireless local area network (WLAN), a personal area network(PAN), etc.) and/or wired, for example, a television 130 e connected tothe network gateway 120, for example, a cable modem, and may communicatewith an upstream wide area network (WAN) 160 through a connection 150 toa cable provider 110. The cable provider 110 can provide high-bandwidthdata transfer, for example, cable television and broadband internetaccess via, for example, coaxial cables 140. The cable provider 110 caninclude one or more servers 112 configured to deliver services, forexample, cable television and/or broadband internet and infrastructuresupporting such services including management of image software and/orfirmware.

In accordance with an exemplary embodiment, the plurality of devices 130a, 130 b, 130 c, 130 d, 130 e may be any type of customer-premiseequipment or customer-provided equipment (CPE) products (i.e., computingdevice) configured to connect via a wireless network, for example,wireless network utilizing an IEEE 802.11 specification, including aset-top box (STB), a smart phone, a smart TV, a computer, a mobiledevice, a tablet, a router, a home security system, or any other deviceoperable to communicate wirelessly with the network gateway 120. Thenetwork gateway 120 may provide access to an external network, such asthe Internet, for any devices connected thereto via the area network132. The area network 132 may be, for instance a local area. Inaccordance with an exemplary embodiment, the network gateway 120 may bea gateway device, an access point, a modem, a wireless router includingan embedded modem, a wireless network extender or any other deviceoperable to deliver, for example, data and/or video services from theprovider 110 and/or a wide area network (WAN) 160 to one or more of theplurality of devices 130 a, 130 b, 130 c, 130 d, 130 e.

In accordance with an exemplary embodiment, the network gateway 120 maycommunicate with the provider 110 over a wired or a wireless connection.A wireless connection between the provider 110 and the network gateway120 may be established through a protected setup sequence (for example,Wi-Fi protected setup (WPS)). The protected setup sequence may includethe steps of scanning multiple wireless channels for an available accesspoint, exchanging one or more messages between a station and accesspoint, exchanging key messages (for example, pre-shared key (PSK))between the station and access point, and installing a key (for example,PSK) at the station.

Process for Advanced Customer Bug Reporting

In accordance with an exemplary embodiment, a customer-premise equipmentor customer-provided equipment (CPE) or CPE device 120, for example, aWi-Fi router is streaming content to a hand-held device 130 a, forexample, to an iPad 130 a. The user may observe intermittent videojitters. In accordance with an exemplary embodiment, the problem couldbe either with the CPE device 120 (say video decode errors) or it may bedue to poor bandwidth or even signal distortion due to externalconditions. The streaming CPE device 120, for example, the Wi-Fi routermay be unable to auto detect the issue and/or problem even though thecustomer has observed or continues to observe this problem.

In accordance with an exemplary embodiment, a system and method aredisclosed, which can include an automated program, which can beconfigured to encompass all the user's observations as part of thelogging ecosystem and can be configured to collect information insupport of these observations. In accordance with an exemplaryembodiment, for example, as shown in FIG. 2, a remote controller (RC)220 can be equipped with voice command 232 support, and customers canuse the remote controller 220 to describe the problems seen. In case ofa remote controller (RC) 220 without voice support (i.e., a legacyremote controller), a combination of buttons 230 can be programmed orused to report, for example, the customer's observations. In accordancewith an exemplary embodiment, what the customer 210 reports 240 (i.e.,talks to the remote controller (RC) Voice listener) is automaticallyappended to the logs (with the appropriate timestamp) for furtheranalysis, for example, at a trouble shooting center.

In accordance with an exemplary embodiment, customer interaction withthe CPE device 120 is not limited to use of buttons on a remotecontroller (RC) as disclosed herein. For example, the CPE device 120 mayinclude a voice interface, which can support customer interaction via asupporting voice interaction.

In accordance with an exemplary embodiment, the regular system logs thatare generally generated are shown below:

[2019-03-29 13:15:52.175] [89.984657]

[2019-03-29 13:15:52.175] [89.984684] Imac_24g========= LMACConfig=========

[2019-03-29 13:15:52.175] [89.984685] Imac_24g HW version: B0

[2019-03-29 13:15:52.175] [89.984686] Imac_24g PHY type: ELMA

[2019-03-29 13:15:52.190] [89.984687] Imac_24g PCIE type: SYNOPSYS PCIE[2019-03-29 13:15:52.190] [89.984688] Imac_24g MAC LA status: ON

[2019-03-29 13:15:52.190] [89.984689]Imac_24g===============================

[2019-03-29 13:15:52.206] [90.028289] [ChannelInfo]: new group: [1-13],max EIRP=20 dBm, flags=0

[2019-03-29 13:15:52.206]

In accordance with an exemplary embodiment, at time [2019-03-2913:15:52:207], user reports an observation 240 to the remoter control(RC) 220 (i.e., Voice Listener). In accordance with an exemplaryembodiment, user observations get embedded along with regular logs atthe appropriate timestamp (underlined portion). In accordance with anexemplary embodiment, further diagnostic information can be pulled outfrom other modules at this timestamp for reporting to the customer carecenter.

[2019-03-29 13:15:52.175] [89.984657]

[2019-03-29 13:15:52.175] [89.984684] Imac_24g========= LMACConfig=========

[2019-03-29 13:15:52.175] [89.984685] Imac_24g HW version: B0

[2019-03-29 13:15:52.175] [89.984686] Imac_24g PHY type: ELMA

[2019-03-29 13:15:52.190] [89.984687] Imac_24g PCIE type: SYNOPSYS PCIE[2019-03-29 13:15:52.190] [89.984688] Imac_24g MAC LA status: ON

[2019-03-29 13:15:52.190] [89.984689]Imac_24g===============================

[2019-03-29 13:15:52.206] [90.028289] [ChannelInfo]: new group: [1-13],max EIRP=20 dBm, flags=0 [2019-03-29 13:15:52.207] [User Voice Report:]Intermittent macro-blocks seen for the last 10 seconds or so

[2019-03-29 13:15:52.207] [User Voice Report:] with a few jitters.Sub-titles are not clear as well.

[2019-03-29 13:15:52.207] [User Voice Report:] Retrieving additionaldiagnostics . . . [TUNER],[UCS],[AV] . . .

[2019-03-29 13:15:52.222] [90.048785] CL2400_5g:cl2400_5g_bss_isolation_status, is_loaded=1

[2019-03-29 13:15:52.237] [90.061325] CL2400_24g:cl2400_24g_bss_isolation_status, is_loaded=1 [2019-03-29 13:15:56.804][93.102526] Imac_24g [CE] Start processing MM_START_REQ message

[2019-03-29 13:15:56.835] [93.109228] Imac_24g ------------------u32chip_id=5, u32chip_rev=1 ------------------

[2019-03-29 13:15:56.835] [93.118414] Imac_24gphy_hw_set_channel(freq=2412, freq1=2412, chantype=0, index=0

[2019-03-29 13:15:56.835] [93.126913] Imac_24g ## module_id=2,dsp_ver=701.6.0, platform_type=1

[2019-03-29 13:15:56.835] [93.134728] Imac_24g using power gain tablemode of 0

[2019-03-29 13:15:56.835] [93.140515] Imac_24g [CE] Finish processingMM_START_REQ message

In accordance with an exemplary embodiment, at time [2019-03-2913:15:52.207], in addition, to the user's voice getting recorded as textin the logs, appropriate diagnostic information is pulled from all othermodules into the logs to aid debugging at the customer center.

In accordance with an exemplary embodiment, in case of multiple CPEdevices 120, 130 a, 130 b, 130 c, 130 d, 130 e, (for example, a set-top,cable modem, etc.), since the root cause could be sourced to any of thedevices, the user's observations can be logged by each of the devices120, 130 a, 130 b, 130 c, 130 d, 130 e, with the appropriate time stampand related diagnostic information. In accordance with an exemplaryembodiment, for example, when the customer care representative sees thesame problem reported in both the set-top 130 c and the network gateway120, i.e. cable modem at a specific time, looks into the relateddiagnostics of the set-top 130 c and the network gateway 120, i.e. cablemodem individually and the customer care representative now has a muchhigher chance of finding the root-cause and fixing the same. Inaccordance with an exemplary embodiment, as shown in FIG. 3, the user'sobservation may also span multiple devices 120, 130 a, 130 b, 130 c, 130d, 130 e.

In accordance with an exemplary embodiment, when the customer observesproblems with the device functions, the traditional method of customerservice calls is not always effective due to the below reasons, whichcan include:

Problem 1: The device 120, 130 a, 130 b, 130 c, 130 d, 130 e might nothave logged the problem. For example, even if the problem's presence waspartially revealed by some of the logs, the exact time when it wasobserved by the user would not be captured.

Problem 2: Developers cannot see the customer's observations.

Problem 3: Manual reporting can be both cumbersome and expensive.

Problem 4: Limited information may make reproducing the issue very hardat the customer care or the development center.

Problem 5: Round trip cycle time of reporting the bug and fixing thesame can be high.

In accordance with an exemplary embodiment, a method of automating bugreporting is disclosed for in-home CPE devices 120, 130 a, 130 b, 130 c,130 d, 130 e having a remote controller (RC) 220. For example, bugreporting can include software bug, which is an error, flaw or fault ina computer program or system that causes it to produce an incorrect orunexpected result, or to behave in unintended ways, or hardware relatedissued. In the absence of voice recording function 232 on the remotecontroller (RC) 220, a combination of RC buttons 230 can be programmedor used by customer 210 to trigger the automatic bug reporting. With thesupport of voice commands, the customer can provide additional detailsof the problem that the customer is observing. Since the problem may berelated to other in-home CPE devices 120, 130 a, 130 b, 130 c, 130 d,130 e, the CPE device 120, 130 a, 130 b, 130 c, 130 d, 130 e can sendthe user's observations (with the timestamp) to the other devices 120,130 a, 130 b, 130 c, 130 d, 130 e for their own internal logging andcollection of diagnostic information.

In accordance with an exemplary embodiment, with voice command support,the CPE device 120, 130 a, 130 b, 130 c, 130 d, 130 e can translatecustomer voice to text. The text is then parsed to identifykeywords/hints to know which in-home CPE devices 120, 130 a, 130 b, 130c, 130 d, 130 e are involved and what platform functional modules may berelated to the problem the customer 210 is attempting to report. Inaccordance with an exemplary embodiment, debug log levels of relatedsoftware modules can be increased to capture finer details about theincident. For example, in-home CPE devices 120, 130 a, 130 b, 130 c, 130d, 130 e can interact with each other in-home CPE devices 120, 130 a,130 b, 130 c, 130 d, 130 e to gather more details about the incident.

In accordance with an exemplary embodiment, below is list of detailsthat, for example, can be gathered as part of an incident:

1. Customer voice recording (translated text description) along with thetimestamp for remote controllers (RCs) 220 with voice support. Forlegacy remote controllers (RCs) (i.e., remote controllers without voicesupport) 220, the timestamp is used as a marker while collecting furtherdetails from the customer through other means.

2. Device logs captured with increased log levels at the time of theincident.

3. Details about the in-home ecosystem or devices.

4. Statistics or event details of in-home devices at the time of theincident.

In accordance with an exemplary embodiment, remote controller (RC) keycombinations 230 can be used to register bug reporting. For example, thecustomer can enter detailed text messages on the issue (or problem)using the RC key pad 232. Bug report timestamps are noted and items 2,3, 4 listed above can be uploaded to service provider 110 as part of abug report. In accordance with an exemplary embodiment, the text messagewhen present can be parsed to identify if any other in-home devices 120,130 a, 130 b, 130 c, 130 d, 130 e are involved in the bug scenario. Forexample, if other problem exist, then using internal communication,in-homes devices 120, 130 a, 130 b, 130 c, 130 d, 130 e can be contactedto get log and event details and statistics from those CPE devices 120,130 a, 130 b, 130 c, 130 d, 130 e.

In accordance with an exemplary embodiment, in the case the speech filecan be shared to service provider 110 along with the other details,which can be provide an enhanced customer experience, improved andtechnology evolved bug reporting approach, which can translate to rathersignificant cost savings to CPEs or Wi-Fi devices 120, 130 a, 130 b, 130c, 130 d, 130 e, which can be implemented on existing CPE/Wi-Fi devices120, 130 a, 130 b, 130 c, 130 d, 130 e, without hardware changes.

In accordance with an exemplary embodiment, the CPE device 120 maydetect an internal anomaly and the customer might not report anyanomalies and/or troubles to trigger bug reporting as disclosed herein.Accordingly, for example, the CPE device 120 may be configured to promptthe customer, for example, via text and/or voice to verify or confirm ifthe customer is observing any problems or issues with the CPE device120. If, upon prompting, the user does identify any problems or issueswith the CPE device 120, additional information can be obtained from thecustomer, for example, by asking preferred or preset questions, whichhave been stored within the CPE device 120 and/or a cloud server hostedby the service provider to provide additional input and/or confirmationof the existing problem or issue. Upon receipt of the additional inputand/or confirmation from the customer the report bug can be generated bycollating the device logs and customer information.

FIGS. 4A and 4B is a flow chart 400 illustrating a method for advancedcustomer bug reporting in accordance with an exemplary embodiment. Inaccordance with an exemplary embodiment, the process starts in step 410.In step 412, the customer reports the problem using a specific button230, 232 on the remote controller (RC) 220. In step 420, a determinationis made if the remote controller (RC) 220 supports speech to text. Ifthe remote controller (RC) 220 supports speech to text (Speech 2 Text),the process continues to step 422. In step 422, the process converts theproblem statement from speech to text. In step 424, the converted speechto text from step 422 is added as part of the platform log along with atimestamp. In step 426, keywords related to the platform functionalmodules are identified and increase the keywords log level. In step 428,keywords related to involvement of any of the CPE devices 130 a, 130 b,130 c, 130 d, 130 e of the cable service provider 110 can be identified.

In accordance with an exemplary embodiment, in step 440, a determinationis made if the CPE device 120 is presently active. If the CPE device 120is presently active, in step 450, the CPE device 120 can be contactedand details or logs about the events that have occurred during thetimestamp are captured. If the CPE device 120 is not present or active,or once the CPE device 120 has been contacted in step 450 has beencontacted, the process continues to step 460 where keywords related toinvolvement of any other CPE devices 120 in the home and/or business areidentified. In step 470, the system and method collates all logs,details, and customer speech to text/speech, and timestamp. In step 480,the problems are reported to service provider 110 and the collated datafrom step 470 is uploaded. In step 490, the process ends.

In accordance with an exemplary embodiment, if the remote controller(RC) 220 does not support speech to text (Speech 2 Text) in step 420,the process continues to step 430 where a determination is made of theremote controller (RC) 220 supports capturing speech. If the remotecontroller (RC) 220 supports capturing speech, the process continues tostep 432 where the speech file is saved in a local or a remote storage.The process then continues to step 434 where a link is added to the filealong with timestamps in the logs. The process then continues to step436 where the platform logs are captured.

In accordance with an exemplary embodiment, if the remote controller(RC) 220 does not support speech (i.e., legacy remote controller (RC)220), the process continues to step 436 where the platform logs arecaptured.

After the platform logs are captured in step 436, the process continuesto step 470 where all logs, details, and customer speech to text,speech, and timestamps are collated. The process then continues to step480, where the problems are reported to service provider 110 and thecollated data from step 470 is uploaded. In step 490, the process ends.

Computer System Architecture

FIG. 5 illustrates a representative computer system 500 in whichembodiments of the present disclosure, or portions thereof, may beimplemented as computer-readable code. For example, the one or moreservers 112, the network gateway 120, and the plurality of devices 130a, 130 b, 130 c, 130 d, 130 e of FIG. 1 may be implemented in whole orin part by a computer system 500 using hardware, software executed onhardware, firmware, non-transitory computer readable media havinginstructions stored thereon, or a combination thereof and may beimplemented in one or more computer systems or other processing systems.Hardware, software executed on hardware, or any combination thereof mayembody modules and components used to implement the methods and steps ofthe present exemplary embodiments.

If programmable logic is used, such logic may execute on a commerciallyavailable processing platform configured by executable software code tobecome a specific purpose computer or a special purpose device (forexample, programmable logic array, application-specific integratedcircuit, etc.). A person having ordinary skill in the art may appreciatethat embodiments of the disclosed subject matter can be practiced withvarious computer system configurations, including multi-coremultiprocessor systems, minicomputers, mainframe computers, computerslinked or clustered with distributed functions, as well as pervasive orminiature computers that may be embedded into virtually any device. Forinstance, at least one processor device and a memory may be used toimplement the above described embodiments.

A processor unit or device as discussed herein may be a singleprocessor, a plurality of processors, or combinations thereof. Processordevices may have one or more processor “cores.” The terms “computerprogram medium,” “non-transitory computer readable medium,” and“computer usable medium” as discussed herein are used to generally referto tangible media such as a removable storage unit 518, a removablestorage unit 522, and a hard disk installed in hard disk drive 512.

Various embodiments of the present disclosure are described in terms ofthis representative computer system 500. After reading this description,it will become apparent to a person skilled in the relevant art how toimplement the present disclosure using other computer systems and/orcomputer architectures. Although operations may be described as asequential process, some of the operations may in fact be performed inparallel, concurrently, and/or in a distributed environment, and withprogram code stored locally or remotely for access by single ormulti-processor machines. In addition, in some embodiments the order ofoperations may be rearranged without departing from the spirit of thedisclosed subject matter.

Processor device 504 may be a special purpose or a general purposeprocessor device specifically configured to perform the functionsdiscussed herein. The processor device 504 may be connected to acommunications infrastructure 505, such as a bus, message queue,network, multi-core message-passing scheme, etc. The network may be anynetwork suitable for performing the functions as disclosed herein andmay include a local area network (“LAN”), a wide area network (“WAN”), awireless network (e.g., “Wi-Fi”), a mobile communication network, asatellite network, the Internet, fiber optic, coaxial cable, infrared,radio frequency (“RF”), or any combination thereof. Other suitablenetwork types and configurations will be apparent to persons havingskill in the relevant art. The computer system 500 may also include amain memory 508 (e.g., random access memory, read-only memory, etc.),and may also include a secondary memory 510. The secondary memory 510may include the hard disk drive 512 and a removable storage drive 514,such as a floppy disk drive, a magnetic tape drive, an optical diskdrive, a flash memory, etc.

The removable storage drive 514 may read from and/or write to theremovable storage unit 518 in a well-known manner. The removable storageunit 518 may include a removable storage media that may be read by andwritten to by the removable storage drive 514. For example, if theremovable storage drive 514 is a floppy disk drive or universal serialbus port, the removable storage unit 518 may be a floppy disk orportable flash drive, respectively. In one embodiment, the removablestorage unit 518 may be non-transitory computer readable recordingmedia.

In some embodiments, the secondary memory 510 may include alternativemeans for allowing computer programs or other instructions to be loadedinto the computer system 500, for example, the removable storage unit522 and an interface 520. Examples of such means may include a programcartridge and cartridge interface (e.g., as found in video gamesystems), a removable memory chip (e.g., EEPROM, PROM, etc.) andassociated socket, and other removable storage units 522 and interfaces520 as will be apparent to persons having skill in the relevant art.

Data stored in the computer system 500 (e.g., in the main memory 508and/or the secondary memory 510) may be stored on any type of suitablecomputer readable media, such as optical storage (e.g., a compact disc,digital versatile disc, Blu-ray disc, etc.) or magnetic tape storage(e.g., a hard disk drive). The data may be configured in any type ofsuitable database configuration, such as a relational database, astructured query language (SQL) database, a distributed database, anobject database, etc. Suitable configurations and storage types will beapparent to persons having skill in the relevant art.

The computer system 500 may also include a communications interface 524.The communications interface 524 may be configured to allow software anddata to be transferred between the computer system 500 and externaldevices. Exemplary communications interfaces 524 may include a modem, anetwork interface (e.g., an Ethernet card), a communications port, aPCMCIA slot and card, etc. Software and data transferred via thecommunications interface 524 may be in the form of signals, which may beelectronic, electromagnetic, optical, or other signals as will beapparent to persons having skill in the relevant art. The signals maytravel via a communications path 526, which may be configured to carrythe signals and may be implemented using wire, cable, fiber optics, aphone line, a cellular phone link, a radio frequency link, etc.

The computer system 500 may further include a display interface 502. Thedisplay interface 502 may be configured to allow data to be transferredbetween the computer system 500 and external display 530. Exemplarydisplay interfaces 502 may include high-definition multimedia interface(HDMI), digital visual interface (DVI), video graphics array (VGA), etc.The display 530 may be any suitable type of display for displaying datatransmitted via the display interface 502 of the computer system 500,including a cathode ray tube (CRT) display, liquid crystal display(LCD), light-emitting diode (LED) display, capacitive touch display,thin-film transistor (TFT) display, etc.

Computer program medium and computer usable medium may refer tomemories, such as the main memory 508 and secondary memory 510, whichmay be memory semiconductors (e.g., DRAMs, etc.). These computer programproducts may be means for providing software to the computer system 500.Computer programs (e.g., computer control logic) may be stored in themain memory 508 and/or the secondary memory 510. Computer programs mayalso be received via the communications interface 524. Such computerprograms, when executed, may enable computer system 500 to implement thepresent methods as discussed herein. In particular, the computerprograms, when executed, may enable processor device 504 to implementthe methods illustrated by FIGS. 1-4B, as discussed herein. Accordingly,such computer programs may represent controllers of the computer system500. Where the present disclosure is implemented using software executedon hardware, the software may be stored in a computer program productand loaded into the computer system 500 using the removable storagedrive 514, interface 520, and hard disk drive 512, or communicationsinterface 524.

The processor device 504 may comprise one or more modules or enginesconfigured to perform the functions of the computer system 500. Each ofthe modules or engines may be implemented using hardware and, in someinstances, may also utilize software executed on hardware, such ascorresponding to program code and/or programs stored in the main memory508 or secondary memory 510. In such instances, program code may becompiled by the processor device 504 (e.g., by a compiling module orengine) prior to execution by the hardware of the computer system 500.For example, the program code may be source code written in aprogramming language that is translated into a lower level language,such as assembly language or machine code, for execution by theprocessor device 504 and/or any additional hardware components of thecomputer system 500. The process of compiling may include the use oflexical analysis, preprocessing, parsing, semantic analysis,syntax-directed translation, code generation, code optimization, and anyother techniques that may be suitable for translation of program codeinto a lower level language suitable for controlling the computer system500 to perform the functions disclosed herein. It will be apparent topersons having skill in the relevant art that such processes result inthe computer system 500 being a specially configured computer system 500uniquely programmed to perform the functions discussed above.

Techniques consistent with the present disclosure provide, among otherfeatures, systems and methods for reducing service impact to usersduring image and/or firmware changes. While various exemplaryembodiments of the disclosed system and method have been described aboveit should be understood that they have been presented for purposes ofexample only, not limitations. It is not exhaustive and does not limitthe disclosure to the precise form disclosed. Modifications andvariations are possible in light of the above teachings or may beacquired from practicing of the disclosure, without departing from thebreadth or scope.

What is claimed is:
 1. A method for capturing observations ofcustomer-premises equipment or customer-provided equipment, the methodcomprising: logging events with timestamps into a platform log for thecustomer-premises equipment or customer-provided equipment; detecting aninternal anomaly with the customer-premises equipment orcustomer-provided equipment; sending a prompt to a user for input on thedetected internal anomaly with the customer-premises equipment orcustomer-provided equipment; receiving a problem detected by the userduring use of the customer-premises equipment or customer-providedequipment via speech; converting the speech to text and entering thedetected problem into the platform log of the customer-premisesequipment or customer-provided equipment with a timestamp; identifyingkeywords in the converted text and related platform functional modulesor software modules; identifying one or more other customer-premisesequipment or customer-provided equipment in communication over a localarea network with the customer-premises equipment or customer-providedequipment that may be involved with the detected problem based on theidentified keywords in the converted text and the related platformfunctional modules or software modules; collecting logging events of theidentified one or more other customer-premises equipment orcustomer-provided equipment in communication over the local area networkwith the customer-premises equipment or customer-provided equipment; andsending the platform log of the customer-premises equipment orcustomer-provided equipment with the detected problem and the collectedlogging events of the identified one or more other customer-premisesequipment or customer-provided equipment in communication over the localarea network with the customer-premises equipment or customer-providedequipment to a service provider.
 2. The method according to claim 1,comprising: using a voice recording function on a remote controller toreport the detected problem.
 3. The method according to claim 1,comprising: programming a plurality of buttons on a remote controller toreport the detected problem.
 4. The method according to claim 1, furthercomprising: adding the converted text to the platform log with thetimestamp of the detected problem.
 5. The method according to claim 4,further comprising: parsing the converted text to identify the keywords.6. The method according to claim 1, further comprising: sending thedetected problem with the timestamp to the identified one or more othercustomer-premises equipment or customer-provided equipment incommunication over the local area network with the customer-premisesequipment or customer-provided equipment; and entering the detectedproblem into a platform log of the identified one or more othercustomer-premises equipment or customer-provided equipment incommunication over the local area network with the customer-premisesequipment or customer-provided equipment.
 7. The method according toclaim 1, comprising: identifying platform functional modules or softwaremodules related to the detected problem on the customer-premisesequipment or customer-provided equipment based on the identifiedkeywords in the converted text; and increasing a log level for theidentified platform functional modules or software modules related tothe detected problem on the customer-premises equipment orcustomer-provided equipment based on the identified keywords in theconverted text.
 8. The method according to claim 1, comprising:uploading the platform log of the customer-premises equipment orcustomer-provided equipment with the detected problem and the collectedlogging events of the one or more other customer-premises equipment orcustomer-provided equipment in communication over the local area networkwith the customer-premises equipment or customer-provided equipment tothe service provider as part of a bug report.
 9. The method according toclaim 1, further comprising: contacting the customer-premises equipmentor customer-provided equipment; determining if the customer-premisesequipment or customer-provided equipment is in an active state or in aninactive state; and obtaining additional details or logs about thedetected problem from the contacted customer-premises equipment orcustomer-provided equipment when the customer-premises equipment orcustomer-provided equipment is in the active state.
 10. The methodaccording to claim 1, further comprising: collating logs, details,customer speech to text/speech, and timestamps on the detected problemfrom the customer-premises equipment or customer-provided equipment andthe identified one or more other customer-premises equipment orcustomer-provided equipment in communication over the local area networkwith the customer-premises equipment or customer-provided equipment; anduploading the collated logs, details, customer speech to text/speech,and timestamps on the detected problem from the customer-premisesequipment or customer-provided equipment and the identified one or moreother customer-premises equipment or customer-provided equipment incommunication over the local area network with the customer-premisesequipment or customer-provided equipment to the service provider foranalysis.
 11. A system for capturing observations of users ofcustomer-premises equipment or customer-provided equipment, the systemcomprising: a customer-premises equipment or customer-providedequipment, the customer-premises equipment or customer-providedequipment having a processor configured to: log events with timestampsinto a platform log; detect an internal anomaly with thecustomer-premises equipment or customer-provided equipment; send aprompt to a user for input on the detected internal anomaly with thecustomer-premises equipment or customer-provided equipment; receive aproblem detect by the user during use of the customer-premises equipmentor customer-provided equipment via speech; convert the speech to textand enter the detected problem into the platform log of thecustomer-premises equipment or customer-provided equipment with atimestamp; identify keywords in the converted text and related platformfunctional modules or software modules; identify one or more othercustomer-premises equipment or customer-provided equipment incommunication over a local area network with the customer-premisesequipment or customer-provided equipment that may be involved with thedetected problem based on the identified keywords in the converted textand the related platform functional modules or software modules; collectlogging events of the identified one or more other customer-premisesequipment or customer-provided equipment in communication over the localarea network with the customer-premises equipment or customer-providedequipment; and send the platform log of the customer-premises equipmentor customer-provided equipment with the detected problem and thecollected logging events of the identified one or more othercustomer-premises equipment or customer-provided equipment incommunication over the local area network with the customer-premisesequipment or customer-provided equipment to a cable service provider.12. The system according to claim 11, wherein the processor isconfigured to: receive the detected problem via a voice recordingfunction on a remote controller.
 13. The system according to claim 11,wherein the processor is configured to: receive the detected problem viaa plurality of buttons on a remote controller.
 14. The system accordingto claim 11, wherein the processor is configured to: add the convertedtext to the platform log of the customer-premises equipment orcustomer-provided equipment with the timestamp of the detected problem.15. The system according to claim 14, wherein the processor isconfigured to: parse the converted text to identify the keywords. 16.The system according to claim 11, wherein the processor is configuredto: send the detected problem with the timestamp is to the identifiedone or more other customer-premises equipment or customer-providedequipment in communication over the local area network with thecustomer-premises equipment or customer-provided equipment; and enterthe detected problem into a platform log of the identified one or moreother customer-premises equipment or customer-provided equipment incommunication over the local area network with the customer-premisesequipment or customer-provided equipment.
 17. The system according toclaim 11, wherein the processor is configured to: identify platformfunctional modules or software modules related to the detected problemon the customer-premises equipment or customer-provided equipment basedon the identified keywords in the converted text; and increase a loglevel for the identified platform functional modules or software modulesrelated to the detected problem on the customer-premises equipment orcustomer-provided equipment based on the identified keywords in theconverted text.
 18. The system according to claim 11, wherein theprocessor is configured to: upload the detected problem the platform logof the customer-premises equipment or customer-provided equipment withthe detected problem and the collected logging events of the one or moreother customer-premises equipment or customer-provided equipment incommunication over the local area network with the customer-premisesequipment or customer-provided equipment to the cable service provideras part of a bug report.
 19. The system according to claim 11, whereinthe cable service provider is configured to: contact thecustomer-premises equipment or customer-provided equipment; determine ifthe customer-premises equipment or customer-provided equipment is in anactive state or in an inactive state; and obtain additional details orlogs about the detected problem from the contacted customer-premisesequipment or customer-provided equipment when the customer-premisesequipment or customer-provided equipment is in the active state.
 20. Thesystem according to claim 11, wherein the processor is configured to:collate logs, details, customer speech to text/speech, and timestamps onthe detected problem from the customer-premises equipment orcustomer-provided equipment and the identified one or more othercustomer-premises equipment or customer-provided equipment incommunication over the local area network with the customer-premisesequipment or customer-provided equipment; and upload the collated logs,details, customer speech to text/speech, and timestamps on the detectedproblem from the customer-premises equipment or customer-providedequipment and the identified one or more other customer-premisesequipment or customer-provided equipment in communication over the localarea network with the customer-premises equipment or customer-providedequipment to the cable service provider for analysis.